If your CrossCountry train has been delayed by 30 minutes or more to the destination detailed on your ticket, you are entitled to compensation. This means that when delays strike, we’ve got you covered. CrossCountry aims to provide the most punctual service possible, but when delays do occur, we provide compensation in line with our Passenger Charter and National Rail Conditions of Travel.
How Delay Repay Works
The amount of compensation that you may be entitled to depends on the length of the delay. This is calculated according to the arrival time on the published timetable compared to the actual time of arrival to your destination.
Length of Delay
|
Single Tickets
|
Return Tickets
|
Season Tickets(% cost of a journey) |
|---|---|---|---|
30-59 minutes | 50% | 25% | 50% |
60-119 minutes | 100% | 50% | 100% |
120+ minutes | 100% | 100% | 100% |
30-59 Minute Delay
You are entitled to 50% of the cost of a single ticket or 50% of the cost of either portion of a return ticket.
60+ Minute Delay
You are entitled to the full cost of a single ticket or the full cost of either portion of a return ticket.
120+ Minute Delay
When travelling with a return ticket, if either or both legs of your journey are delayed by more than two hours, you are entitled to the full cost of the return ticket.
Smartcard Tickets
Increasing varieties of UK rail tickets can be used on your Smartcard. If your claim relates to a Smartcard ticket, you will need to include a clear image of the front of your Smartcard and enter your Smartcard number in the Booking Reference/Ticket Number field. Your Smartcard number is the 18-digit number on the front of your Smartcard.
How to Claim Delay Repay
Please note: Before submitting your claim, please check that your bank can process BACS transactions. Using \"online only\" accounts or banks may restrict the acceptance of BACS payments.
The quickest and easiest way to claim is online, please fill out all the details requested below.
If you are unable to use our online form and would prefer to use a paper form, it can be downloaded here.
